Deposit & Withdrawal Policy

01Scope

This policy explains how money moves into and out of your trading account: the methods we accept, the verification a payout requires, how long each stage takes, the fees that apply, and the limited circumstances in which a payment can be declined or held.

It forms part of the Client Agreement and should be read with it and with our AML & KYC Policy. Where this policy and the Client Agreement differ, the Client Agreement prevails.

02The three rules that govern every payment

• Your name only. Money may only be received from, and paid to, an account, card or wallet held in your own name. We do not accept third-party payments and we do not pay third parties. This is not a preference; it is a requirement of the anti-money-laundering framework we operate under.
• Money returns the way it came. Withdrawals are paid back through the route used to deposit, before any surplus can be paid elsewhere.
• Verification first. Your account must be fully verified before a withdrawal is released. Completing verification at onboarding — rather than at the moment you want your money — is the single biggest factor in how fast you get paid.

03Deposits

Available methods

We accept bank transfer, payment card and virtual asset transfer. The methods available to you are shown in the Client Portal at the moment you fund, together with the minimum and maximum amounts, the currencies supported and any fee. Availability depends on your country of residence, your account currency and the outcome of our verification checks, and can change without notice as payment routes are added or withdrawn.

We do not accept cash, in any amount or by any route, and we do not accept payment in physically delivered cash equivalents.

Minimum first deposit

The minimum deposit that opens an account depends on the account type: USD 30 on Standard, USD 200 on ECN, USD 5,000 on ECN Pro. A demo account is free. The minimum is a condition of opening the tier, not a floor on your balance thereafter.

How quickly a deposit is credited

Card and most online routes are credited automatically once the payment is received and reconciled — usually within minutes. Virtual asset deposits are credited after the required number of network confirmations. Bank transfers depend on the sending and receiving banks and on any correspondent bank in the chain, and commonly take one to five business days to arrive.

Where a deposit cannot be credited automatically, it is processed manually by our finance team, ordinarily within two (2) business days of receipt.

Deposits we may decline

We may decline a deposit where it is inconsistent with the financial profile you declared, where the source of the funds cannot be verified, where it comes from an account not in your name, or where accepting it would breach a legal obligation. A declined deposit is returned to its source, and the costs of returning it may be deducted.

04Withdrawals

How to request one

Submit the request through the Client Portal. Requests sent by email or chat are not processed, because the Portal is where we can confirm the request came from you.

What you can withdraw

You may withdraw any funds not committed as margin. A withdrawal reduces your free margin immediately. If you hold open positions, withdrawing can move your account closer to a margin call or a stop-out — check your margin level before you request, not after.

How long it takes

We process a complete and verified withdrawal request within one (1) business day of receiving it, and ordinarily on the same business day where it reaches us during business hours. That is the part we control. How long the funds then take to reach you depends on your bank, card scheme or network, which we do not control.

Requests received outside business hours, at weekends or on Saint Lucia public holidays are treated as received on the next business day.

Money invested in a pooled account is different

A share of a PAMM pool is not a free balance and cannot be withdrawn on demand. It is realised at the rollover points published for that pool, because money leaving mid-position would change every other investor's percentage. Once realised, the proceeds move to your trading account and the timings above apply to them in the ordinary way. The rollover schedule and any notice period are disclosed to you before you invest.

05Return to source — how it works

Funds are returned by the method used to deposit them. Where you funded the account through more than one method, withdrawals are apportioned across those methods in proportion to the amounts deposited by each.

An example

You deposited USD 1,000 by card and USD 3,000 by bank transfer, so 25% of your funding came by card and 75% by transfer. You request USD 2,000. It is returned as USD 500 to the card and USD 1,500 to the bank account, until the total returned to each route equals the total deposited through it.

Payment cards

Withdrawals up to the total amount deposited by a given card are refunded to that same card, in accordance with card scheme rules and within the period those rules allow. Any amount exceeding the deposits made by card is paid by bank transfer or another verified method in your own name.

Virtual assets

Where a withdrawal is paid to a virtual asset address, the address must be verified and must be under your control. Network fees are borne by you. Transfers on a public network are irreversible: an address supplied incorrectly cannot be recovered, by us or by anyone else. Check it twice.

When the original route is unavailable

If a route cannot be used through no fault of yours — a payment provider has ceased operating, a card has expired, a bank account has closed — we will agree an alternative verified route with you in your own name. We will not use an unavailable route as a reason to hold your funds.

06Verification

Before a withdrawal is released, your account must be fully verified: identity, residential address, and the payment instrument you are withdrawing to. Where you funded by card, we require an image of that card showing the cardholder name, the first six and last four digits and the expiry date, with the remaining digits and the security code concealed.

We may also ask you to evidence the source of your funds or of your wealth. Requests of that kind are routine and are made because we are required to be satisfied on the point; they are not an accusation.

The documents you provide are retained for seven (7) years after the relationship ends and cannot be deleted on request during that period. Our Privacy Policy explains why, what we will do instead, and how the records are held.

07When a withdrawal can be declined or held

A withdrawal that is properly due will not be delayed for any reason other than those listed below:

Where we hold a withdrawal, we will tell you why and what is needed to release it — unless the law prevents us from explaining, which can happen where a legal restriction or a report is involved.

Funds that are not the subject of the issue remain withdrawable. We do not freeze an entire balance because one part of it is in question.

• the funds are required to maintain your open positions;
• the funds are invested in a pooled account and the next rollover point has not been reached, in which case section 4 applies;
• verification documentation we have requested is outstanding;
• a chargeback, payment dispute or investigation affecting the account is unresolved;
• the payment route has ceased to operate, in which case section 5 applies;
• we are prohibited from paying by law, by court order, by a sanctions measure or by a competent authority.

08Fees

The fees applicable to each method, if any, are shown in the Client Portal before you confirm the transaction and in our Schedule of Costs and Charges. Where a fee applies you will see it before you commit, not afterwards.

Charges levied by your own bank, card issuer, wallet provider or by a correspondent bank are outside our control and are yours. Where a bank in the chain deducts a fee from a transfer, the amount reaching you may be less than the amount we sent. Network fees on a virtual asset transfer are likewise yours.

Currency conversion

Where a deposit or withdrawal is in a currency other than your account currency, we convert it at a rate derived from the prevailing market rate at the time of conversion. The basis of conversion and any margin applied are disclosed in the Schedule of Costs and Charges. Currency risk arising from conversion is yours.

Inactive accounts

An account with no trading, deposit or withdrawal activity for twelve consecutive months is treated as inactive and an inactivity charge may apply. We will notify you before applying it. The charge will never exceed the balance of the account and will never create or increase a debt owed by you.

09Transfers between accounts

You may transfer funds between trading accounts held under your own client profile through the Client Portal. High volumes of transfers may be processed manually. Where you move between account types, the minimum deposit for the target tier applies.

Transfers between the accounts of different clients are not permitted, other than an arrangement between an introducing partner and its own account that we have approved in advance. Moving money into or out of a pooled account is not a transfer between clients; it is a re-striking of shares in a single account and happens at a rollover point.

10Chargebacks

If something has gone wrong with a payment, raise it with us. Initiating a chargeback in respect of a deposit you validly authorised, instead of using our complaints procedure, is a breach of the Client Agreement.

Where a deposit is reversed or charged back, we may reverse the corresponding credit to your account, close positions opened with those funds, and reverse any profit and any partner commission, rebate or promotional credit generated by them. We may also close the account and recover the costs we incur.

This is not a threat; it is how the payment system works. A chargeback removes the money from us after you have used it, and the outcome for you is worse and slower than simply telling us what went wrong.

11Set-off and account closure

We may set off any amount you owe us under the Client Agreement against any amount we hold for you, and may combine balances across trading accounts held under your client profile. We will tell you promptly after doing so.

On closure of the relationship, and after settling any amount properly due to us, we return the remaining balance to you by a verified method in your own name, within ten business days of the final settlement of the account. Where part of that balance is a share of a pooled account, final settlement follows the next rollover or the wind-down of the pool.

12If your payment is delayed

First, check the Client Portal: the status of every request is shown there, and if something is outstanding from you it will say so.

If the request has been released by us and has not reached you within the times in section 4, contact [email protected] with your account number and the request reference, and we will trace it with the provider.

If you believe a withdrawal has been held without a proper reason, raise a formal complaint at [email protected]. We acknowledge complaints within one business day and aim to give a final response within ten business days. Raising a complaint is free and will not affect your account.

13Review of this policy

This policy is reviewed at least annually and on any material change to our payment arrangements or to applicable law. The version published on this page is the current version.

Payments and verification: [email protected] | Complaints: [email protected]